Job Description

No Agencies, we are not accepting unsolicited resumes.

CUSTOMER SERVICE REPRESENTATIVE

An exciting opportunity exists to join our team at Ecological Fibers, Inc. at our Lunenburg, Massachusetts plant for a bright, passionate and capable candidate. We have an immediate need for a Customer Service Representative. This position is on-site and the hours are Monday – Friday, 8:30 A.M. – 5:00 P.M. Pay is commensurate with experience.

Essential Duties and Responsibilities:

• Provides consistent, superior customer service, ensuring all customer needs and requests are identified and addressed to maintain our high standards of customer satisfaction.
• Review and enters orders, processes quotes and sample requests.
• Fields customer requests via email and telephone and responds accordingly expediently.
• Provide first point of contact support to incoming calls/emails/requests from customers.
• Assists customers and Sales Representatives with pricing and product knowledge.
• Builds sustainable relationships and trust with customers through open and interactive communication.
• Continually develop and acquire knowledge from colleagues to become proficient with Ecological’ s portfolio of products.
• Manage accurate customer information in systems for assigned accounts.
• Respond quickly to change with a positive attitude and a willingness to learn new ways to work and achieve goals.
• Capable of functioning with limited direct supervision, and exercise routine decision-making and judgment.
• Calmly manages customer complaints, should they arise, maintaining proper decorum at all times and escalates issues when necessary.
• Ability to interact with various departments such as accounting, production, procurement, shipping, and sales.
• Provide back-up assistance in other areas of customer service such as the receptionist, samples department and sales administration.

QUALIFICATIONS:

• 2-5 years of proven customer service experience.
• Computer skills and proficiency with email, excel with pivot tables preferred.
• Exceptional telephone skills and etiquette.
• Effective verbal and written communication and listening skills.
• Excellent time management skills and ability to effectively multitask.
• Ability to work well both independently and as part of a team.
• An ability to “connect” with customers in a caring and conscientious manner.
• Strong math skills are desirable.
• Bi-lingual a plus.

PHYSICAL REQUIREMENTS : While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use fax machines, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with suppliers, co-workers and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job.

About Ecological Fibers:

The world leader in manufacturing premier, environmentally sound, cover and bindery materials for the book, stationery, packaging, and security documents industries. Through our water-based acrylic coatings and our innovative, sustainable technologies, we provide vibrant, solvent-free materials that highlight your projects through color and texture.

Ecological Fibers is a family owned and operated manufacturing facilities in Lunenburg, MA and Pawtucket, RI. We treat our employees as part of our family and still honor traditional values that other manufacturing companies have stopped providing, such as: Holiday Parties, Safety Incentives, Employee Appreciation Events like on-site BBQ's, Pizza Parties and more. In addition to all of the "fun stuff" we also offer room for growth, advancement, competitive pay rates and an excellent benefits program that include: Medical, Dental, Vision, Company paid Life Insurance, Long-Term Disability, as well as a 401(k) Profit Sharing Plan, which includes a company match, and 12 Paid Holidays. We pride ourselves in being a place where employees want to come to work!

Ecological Fibers, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information. We E-Verify.

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